ShepHyken
DECEMBER 23, 2020
In the world of show business and live entertainment, every act has an “opening.”. Most people think it’s the first words that come out of the actors’ mouths, but it’s more than that. It’s the moment the audience sees the actors walking onto the stage. It’s how they are dressed, how they make eye contact with the audience, the anticipation they create, and more.
CX Global Media
DECEMBER 23, 2020
Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was. Not really knowing what he could bring to the table, Sean tried to figure out what value that he could bring to the team, and he realized that if he could create space for them from the bureaucracy within the company, then they would be able to p
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Contact Center Pipeline
DECEMBER 23, 2020
It’s mind-numbing how much is being written about COVID-19. Too much to absorb, much less process. Yet amid the lockdowns, layoffs and reopenings, we’re forced to figure out what could actually work—aside from pontifications about the need for business resiliency. (Many will need resurrection first.) Because now—and on the other side of the pandemic—everything is, […].
SharpenCX
DECEMBER 23, 2020
Confined to our own four walls this year, we were suddenly presented with something we’ve been begging for more of for so long: time. But while our time was initially spent watching The Life-Changing Magic of Tidying Up and reorganizing the kitchen, the linen closet, then our bedroom drawers, somehow it started to slip away. I shut my computer at 5 p.m, and sans commute, I have So.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ProProfs Blog
DECEMBER 23, 2020
Are your customers young and rustic or toolbelt traditionalists? Feeling lost as to why we are referring customers with such nicknames? Well, market research firms such as Claritas use these to divide customers into different segments. And why not, it helps you understand your customers even better. Once you know how your customers are and what makes them tick, you can plan your marketing and sales strategies better.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Talkdesk
DECEMBER 23, 2020
Proactive outreach, AI, automation, predictive routing and calling will be essential for reaching out to the most vulnerable small business clients. COVID-19 is raging throughout the world and the United States is one of the hardest-hit countries, surpassing 325,000 deaths (approximately 1% of the U.S. population) and more than 18 million confirmed U.S.
Spearline
DECEMBER 23, 2020
Welcome to the latest issue of Connect, the Spearline magazine. Through it, we communicate and connect with all of Spearline’s stakeholders, internally and externally. We discuss a wide range of topics including how high latency may affect your CX, interviews with team members, a guest article by UC Today journalist Moshe Beauford, the importance of fax, podcasts, videos as well as other company news and insights, this issue has it all.
Tethr
DECEMBER 23, 2020
2020 was a rough year—and that’s putting it mildly. Not an individual, operation, or industry has gone unscathed during this time of accelerated innovation. Whether that looks like call center agents working from home, a company-wide struggle to migrate quickly to digital tools, or even canceled or reduced services as customers tighten their belts, your operation probably encountered struggles this year that seemed unimaginable in the January of 2020.
Vistio
DECEMBER 23, 2020
We all understand that agents are critical in delivering great customer experiences, so it makes sense that developing ways to keep agents happy with their work has been a focus of recent innovation in the customer service industry. Gamification, contests, and prizes, for example, are just a few of the tricks the industry has tried to keep agents engaged.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
A Better Answer
DECEMBER 23, 2020
As a business owner, it feels like there is never time for downtime. And when the holiday season rolls around, you feel an even bigger pull in the tug-of-war battle between work and family. Throughout Thanksgiving, Christmas, Hanukkah, Kwanzaa, and even New Year’s, there’s often a rush in business—right when you’re ready to spend time with family and friends.
Calltools
DECEMBER 23, 2020
Managing a call center can be a tedious task. You need to have a wide range of call center software features to drive more engagement and maintain customer experience. These tools feed data into performance management tools to improve service delivery. Essential Call Center Software Features. Call centers require tools and software such as automatic call distribution systems, CRMs, and dialers.
Dialer 360
DECEMBER 23, 2020
Is ringless Voicemail illegal or legit? This is one of the common questions in the contact center industry after multiple rumor’s regarding the TCPA amendments. Clearly, there is no specific law regarding ringless voicemail however there are certain protocols regarding marketing and telemarketing that legalized and illegalized your campaign. Unquestionably, you must deeply understand all the important factors regarding Ringless Voicemail Campaigns under TCPA.
SmartKarrot
DECEMBER 23, 2020
Role: VP of Customer Success Location: Jersey City, NJ, US Organization: Infobip As a VP of Customer Success, you will increase renewal rates and reduce churn. Assist the Sales organization by expanding revenue in key accounts through cross-sell and upsell. Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
aircall
DECEMBER 23, 2020
The B2B sales cycle is a time-consuming process that involves multiple parties, including procurement specialists, buying committees, and other stakeholders. Over the last 10 years, advancements in technology have changed the face of the B2B sales cycle for buyers and sellers. Advancements in digital technology can assist your sales teams greatly. Today, you have many viable options for software programs to help you create efficiency and streamline the sales cycle. .
SmartKarrot
DECEMBER 23, 2020
The customer success niche in itself could be seen as a daunting task, if not dealt with in the right manner. It can make your day even longer and mundane with the never-ending customer complaints barging into your space. Hence, it is the need of the hour to build resilience in your respective customer success teams. In order to render your clients nothing short of perfection, you will need to have a team that constantly strives towards cooking a stellar customer experience.
CSM Magazine
DECEMBER 23, 2020
In many ways, the commercial trucking industry runs the nation. Although many of the commercial products that consumers use are shipped from overseas, long-haul truckers are responsible for delivering them to individual states, cities, and stores. As a very vital part of commerce, trucking companies maintain tight schedules even when weather issues and labor shortages abound.
SmartKarrot
DECEMBER 23, 2020
Engaging with a product can be as instantaneous as disengaging. Yes, you heard that right! Signing up for a subscription is as easy as logging out from the same. That is when a customer win-back strategy comes into force to keep the ball moving. Imbibe a brand-new approach where you start looking at them as customers even when they walk out of your door.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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